We deliver Australia-wide and Internationally.
Our Australian warehouse dispatches all orders on business days and does not operate on weekends or public holidays. Once orders are processed and dispatched, allow 2-4 business days for delivery to AU metropolitan areas, 4-6 business days for delivery to AU rural areas, 2-8 business days for New Zealand and 4-10 business days for international.
Please note that delivery timeframes are provided as guidelines only.
All orders require signature upon delivery, at which point responsibility of the shipment passes to you. If you have specified a recipient other than yourself for delivery purposes, you also accept that signature by the third party is sufficient proof of delivery and fulfillment.
If you are unable to receive and sign for your parcel at delivery, your parcel will be taken to the nearest Australia Post office or held by DHL. If an authority to leave is given or if the carrier determines there is a safe place for the parcel, it can be left at the address - the carrier will record a proof of delivery in this instance.
If the receiver gives the courier a signature release Silk Laundry is not held liable in the event the parcel goes missing or is stolen, regrettably, Silk Laundry will not be able to refund or resend the parcel in this instance. Should your parcel become lost in transit or you believe it is mis-delivered please contact customer care immediately.
In the event we have reasonable grounds to believe an order is fraudulent we reserve the right to place a temporary hold or to cancel the order. If this does occur we will attempt to contact you, using the email address provided and may require further proof of identity before proceeding with the order. If we are unable to contact you or the information provided does not suffice, we may cancel your order.
Changes to your order & cancellations
Please take your time whilst checking out via our website as once your order has been placed, we cannot edit, change or cancel. We thank you for your understanding. Please reach out to firstname.lastname@example.org for further assistance.
All order confirmations are sent to your email once your order has been processed and paid for. We will also send you a shipment confirmation once your order has been shipped, this will contain a tracking number which can be used to track the journey of your order.
Please contact our customer care team immediately if you have not received your order confirmation or shipping confirmation emails within 48 hours of purchase, should you purchase over public holidays or weekends your confirmation will be sent on the next business day.
Customs Duties & Taxes
For all orders outside of Australia, applicable delivery duties and import taxes may apply. These duties and taxes will be calculated and added to your order total at checkout and your order will be shipped on a DDP (delivery duty paid) basis, which means you will not have to pay additional fees when your order arrives in your country. Taxes and duties are calculated based on the items ordered, your shipment destination, and the value of your purchase.
Customs duties and taxes are paid to your relevant customs authority and non refundable by Silk Laundry. To enquire about receiving a refund on custom duties and taxes please contact your relevant customs office.